North American Contact Center Outsourcing Markets

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This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market. Contact center services provided by outsourcers include customer service, tech support / help-desk, sales, collections, and other BPO services. This study provides market size, revenue forecasts and breakdown of the market by industry vertical, business function, and live agent versus automated interactions. Market shares for the leading outsourcers are also provided. The study also profiles about 30 customer care outsourcers, including large global outsourcers, smaller work-at-home agent (WAHA) providers, and some of the leading offshore providers.

Table of Contents

North American Contact Center Outsourcing Markets, Market OverviewSummary of Major FindingsMarket OverviewMarket TrendsWork at Home Agent GrowthIndustry ChallengesMarket Drivers Market RestraintsNorth American Contact Center Outsourcing Markets, Market AnalysisMarket ForecastsRevenue ForecastsMarket Pricing ModelsNorth American Contact Center Outsourcing Markets, Competitive AnalysisMarket Share AnalysisCompetitive AnalysisMarket Share AnalysisOutsourcer Profiles A - GOutsourcer Profiles H - POutsourcer Profiles Q - ZGrowth StrategiesGrowth Strategies




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